---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Preparation for creating a decision tree

# Preparation for creating a decision tree {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Before configuring a decision tree, process analysts should document the flow of the decision tree using a flow chart including the questions, answers, associated paths, and guidance.

Anita, who is a process analyst at the StellarVest bank wants to create a decision tree that enables agents to troubleshoot a failed credit card transaction.

Anita first creates a flowchart to document the flow of a decision tree to determine the questions, answers, and possible guidance to configure.

{#preparation-for-creating-a-decision-tree__table_rw4_xdt_jzb__entry__4}

| No. | Element | Name | Description |
|-|-|-|-|
| 1 | Start node | [Card holder and transaction details](https://servicenow-prod.fluidtopics.net/289B2e4qxM6KPz9sAZBPWg "Add questions to ask for credit cardholder details and transaction details and configure answer types in a start node in Decision Tree Builder.") | Start node that collects customer, credit card, and transaction details. |
| 2 | Path | [Amount is debited](https://servicenow-prod.fluidtopics.net/2NwWXO~0XxFMpZx1ElWYkA#configure-path-for-amount-debited "Configure a path for the amount-debited condition for the next guidance node.") | Path with condition: Amount is debited. |
| 3 | Guidance node | [Initiate transaction tracking](https://servicenow-prod.fluidtopics.net/zsFBRv_JVOVUkgSVw3TLQA "Configure a guidance node in Decision Tree Builder so that agents can initiate the transaction tracking.") | Guidance to initiate transaction tracking when amount is debited. |
| 4 | Question node | [Further assistance needed](https://servicenow-prod.fluidtopics.net/bsPiDjpamiQzf_X37QN18w "Add a question node to ask users whether they need further assistance.") | Ask whether the customer needs further assistance. |
| 5 | Guidance node | Provide more options | Guidance to provide more options such as talk to an agent or request a new card. |
| 6 | Path | [Amount is not debited](https://servicenow-prod.fluidtopics.net/2NwWXO~0XxFMpZx1ElWYkA#configure-path-for-amount-not-debited "Configure a path for the amount-not-debited condition for the next question node.") | Path with condition: amount isn't debited. |
| 7 | Question node | [Failure codes](https://servicenow-prod.fluidtopics.net/KE0tzBYrHYA6MUo7~gK_oA "Add a question to ask for the failure code that the customer received after a failed credit card transaction.") | Collect transaction failure codes when amount isn't debited. |
| 8 | Path | [Error 200](https://servicenow-prod.fluidtopics.net/gi0HgXFaqmwsIWJCHiJLrg "Configure a path for each failure code condition to provide appropriate guidance to agents.") | Error code received is 200. |
| 9 | Guidance node | [Reassign case](https://servicenow-prod.fluidtopics.net/0R6CqPZwyv9Xx5wtD0zaVA "Associate guidances to paths with different failure code conditions.") | Guidance to reassign the case to someone else. |
| 10 | Path | [Error 300](https://servicenow-prod.fluidtopics.net/gi0HgXFaqmwsIWJCHiJLrg "Configure a path for each failure code condition to provide appropriate guidance to agents.") | Error code received is 300. |
| 11 | Guidance node | [Create work order](https://servicenow-prod.fluidtopics.net/0R6CqPZwyv9Xx5wtD0zaVA "Associate guidances to paths with different failure code conditions.") | Guidance to create a work order for dispatching a new credit card. |
| 12 | Path | [Error 500](https://servicenow-prod.fluidtopics.net/gi0HgXFaqmwsIWJCHiJLrg "Configure a path for each failure code condition to provide appropriate guidance to agents.") | Error code received is 500. |
| 13 | Guidance node | [Assign IT technician](https://servicenow-prod.fluidtopics.net/0R6CqPZwyv9Xx5wtD0zaVA "Associate guidances to paths with different failure code conditions.") | Guidance to assign an IT technician to resolve the issue. |
[Tabela 1. Flow chart for decision tree]

{#preparation-for-creating-a-decision-tree__table_rw4_xdt_jzb}